Member Services Lead

Overview

Lead a team of Member Service Representatives in Twin Health's Contact Center, delivering an exceptional experience on every member interaction with the goal of resolving each need in a single interaction.

What you'll do

• Lead, coach, and develop a team of Member Service Representatives, owning their day to day performance, productivity, and growth.
• Hold consistent weekly 1:1s with documented coaching, clear goals, and follow-through on prior coaching feedback.
• Onboard and ramp new Representatives, partnering with training to close knowledge gaps quickly.
• Address individual performance concerns directly and early, with clear expectation setting and documentation.
• Recognize those going above & beyond and lead your team by example.
• Complete regular call audits and QA evaluations for every team member with written feedback tied to specific moments in the call.
• Participate in calibration sessions with peer Leads, vendor partners, and Member Services leadership to keep scoring consistent across every team and channel.
• Turn QA trends into targeted coaching, refreshed talk tracks, and training recommendations rather than one-off corrections.
• Model the standard by taking escalated and complex member calls when the situation calls for it.
• Manage the floor in real time, monitoring queue health, wait times, and availability, and redeploying the team across calls, Zendesk tickets, and work-queue tasks as demand shifts.
• Serve as the first escalation point for members and Representatives, resolving issues quickly and routing clinical, product, or client matters to the right owner.
• Ensure coverage across Contact Center operating hours, including weekend rotation, and plan time off as needed.
• Maintain compliance with HIPAA and all regulatory and documentation standards across the team.
• Track and report on team performance against service level, abandon rate, average handle time, one-call resolution, quality scores, and schedule adherence.
• Use Talkdesk, Salesforce, Zendesk, and reporting dashboards to spot trends, surface capacity constraints with data, and make the case for changes.
• Flag process, tooling, and SOP gaps with a proposed fix, and partner across Enrollment, Member Support, Product, and Clinical to close them.
• Perform additional duties as assigned to support the team's mission of member health, satisfaction, and retention.

What you'll need

• 2 or more years leading a frontline team in a contact center, member services, or customer support environment, with direct responsibility for coaching and performance management.
• Hands-on experience running 1:1s, call audits, QA, and calibrations, with a clear point of view on what a great member call sounds like.
• Comfort making decisions from data, including pulling a report, spotting the trend, and acting on it.
• Experience with Salesforce, Zendesk, and Talkdesk, or comparable CRM, ticketing, and telephony platforms.
• Strong written and verbal communication, including giving direct feedback with warmth and writing clearly for cross-functional and senior audiences.
• Sound judgment under pressure and comfort in a fast-moving environment where priorities shift based on member needs.
• Genuine empathy for members navigating health challenges or new technology.
• A quiet, professional remote workspace with access to high speed internet and reliable phone service.
• Passion for Twin's purpose to empower people to reverse, prevent and improve chronic metabolic diseases.

Nice to have

• Healthcare experience.
• Bilingual (Spanish speaking).

Details

• Remote, based in the U.S.; reports to the Director of Member Services.
• Applicants must be authorized to work for any employer in the U.S.; visa sponsorship is not available.
• Weekend rotation coverage is required as part of Contact Center operating hours.
• Compensation range: $72,000 - $85,000 annually.